Santiago's Mexican Restaurant — Restaurant in Frederick

Giving 1 star because I HAD to in order to post a review. I never really write reviews but I had to this time! WORST customer service of anywhere I have been in Frederick since moving here. We have tried it several times and will not be back. Walk-in customer service has never been great. Almost like they are are doing you a favor by making your food. We called in a dinner order last weekend. The gal on the phone was short/rude but took the order. I asked how long and she said 20 mins. My husband and son left 20 mins later and when they got there, were ignored at the counter for 10 mins. When the shorter, older lady (didn't get her name) came back from her break and was asked about our order, she realized they hadn't even started our order. No apology or anything said. They sat in the dining room for 45 mins total waiting on the food. The food was as usual bland and cold by the time we ate. My son and I sometimes go for burritos on Wed before school and have never really had an issue. The gal that is usually there is super nice, quick, and friendly. This morning it was the same older lady from last weekend. We ordered two hand held steak burritos. She took our order (steak burrito with no chili) and payment and we then sat in the drive thru for 22 mins. Not once did she say 'sorry for the wait'... or 'pull around and we will bring it out'. NOTHING!! She sat in the lobby bs'n with the guy who was wrapping the burritos. Several folks saw me looking inside trying to get someone's attention while the line in the drive thru wrapped the building because of the wait. She finally brought the bag to me and when I grabbed the bag she literally screamed "WELL WE HAD TO MAKE IT FRESH WHAT DID YOU EXPECT"! She was still leaning out of the window screaming when the car behind me pulled up to the window! Poor guy!! My son took his burrito out and started to eat and it was literally a tortilla with steak in it. No cheese or beans which is what we usually get when ordering a hand held steak burrito from them. LOL RIDICULOUS HORRIBLE customer service!! This place was a last resort for breakfast burrito's because there's no Las Palmeras in Frederick, or any other quick place to grab one on the way to school/work.. but NO MORE!! Food is bland, they cant wrap a burrito, customer service sucks, and I hear this from so many people in the area. WILL NOT go back! I'm glad for those that enjoy it and haven't had this experience but WE will not go back! Santiago's in Longmont and Brighton... never an issue when going before. Totally different experience at...

It really saddens me to be giving one star to a Santiago's restaurant because of how much I love them, but I've had so many bad experiences at this specific location. I LOVE SANTIAGOS because it is hands down my favorite restaurant in all of Colorado! But this location has definitely lost one of its BEST customers! I visit at least 3 times a week now I never stop in at all its sad I have to pass up my favorite place and go elsewhere in the town, the owner couldn't even keep me coming back she was very inconsiderate about my concearns! Being that it is my favorite I have visited all locations never ever had a single complaint, but this location is by far the worst because of the staff and the owner returned my call and she made me think worse of the place. She was very rude and unprofessional. The food is not the same, I don't feel welcome here at all. Never am I greeted, or thanked. When I order deluxe I get harldly any cheese, chili and chicken and rice, even water, they offer small complimentary ice water but if you ask for a large water to go they don't want to give it to you like it's a huge problem to them. I was so happy there was a Santiago's in this small town but I am very disappointed in this location. I hope the Frederick location knows that they lost a very, very...

I have been here many times over the years and have loved it!! The last few times have been not so great. Food has been made incorrectly, service is unpleasant, cost is high. We like the burrito bowl with beans, beef, rice, potato and chili. I was told last time that they do not make a bowl with these items. However, a different location does, with absolutely no problem. Tonight I decided to try again at this location, asked for the bowl and they made it. Unfortunately, it had tomatoes in it which were not asked for and are highly disliked, but the biggest issue with it was that the bowl was not even half full. I also ordered a burrito for my child with ONLY bean, beef and cheese. I specifically said, "NO chili at all please. Just plain." Turns out they put the chili inside anyway and it was spicy for my kiddo. I just wish that orders were made the way they are requested. I know it can be tough to work in the food industry as I did for a long time. But I also know how important it is to make the...